Mwenyemali Liziki

• Identified potential errors and inconsistencies through meticulous review of GCSE and A level literature exam papers and background checks. Ensured compliance with relevant laws, policies, and procedures throughout the examination process.
• Managed high volume caseloads, prioritizing tasks to meet strict deadlines while maintaining attention to detail, resulting to 17% rise in performance rate from 80 to 100 reviewed papers, closing to 120 target.

• Tackled COVID-19 transmission through NHS digital identification process and contacting exposed individuals. Contributed to a reduction in local outbreak numbers by promptly escalating high-risk situations to appropriate authorities
• Continuously updated knowledge of COVID-19 developments to provide up-to-date recommendations to the public, while striving to reach wider audience from an average of 5 to 10 per day.

• Identified potential errors and inconsistencies through meticulous review of GCSE and A level (Math and English) and Higher Education (Finance) exam papers, in accordance with procedures and policies, before handing over to markers. Great attention to detail, accuracy, and communication skills led to supervisory position, overseeing up to 10 operators with exceptional outcomes, organizing work schedules, and monitoring compliance with DRS standards.

• Professionally handled high volume of inbound calls, improved customer satisfaction in displaying great product knowledge and provided complete guide to user manuals. Achieved 70%-79% first-contact resolution margin and handled complex cases with both Cisco technicians and engineers

• Enhanced learning experiences by incorporating specialized tools and resources tailored to mitigate learning disabilities and autism.
• Boosted student morale by creating a positive classroom environment that encouraged collaboration and open communication, increasing attendance rate nearly by double (Levels 1 and 2).

• Collaborated with team members to enhance overall customer experience and satisfaction levels. Uplifted first response time based on each channel metric by exceeding expectation by 10% margin, Investigated and resolved customer inquiries and complaints quickly.

Pending MSc Qualification, Start Jan 2017-Still to complete 2nd Semester